telehealth.community presents optimizing your telehealth … · 2020. 7. 13. · 2. where do you...

Optimizing Your Telehealth Services

The 6 Hallmarks of Excellent Telehealth Services

Christian MilasterFounder & PresidentIngenium Digital Health Advisors

1

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Optimizing Your Telehealth Services

The 6 Hallmarks of Excellent Telehealth Services

Christian MilasterFounder & PresidentIngenium Digital Health [email protected]

4

Telehealth.Community Presents

Rapid Rural Remote Care

(c) 2020 by Ingenium Consulting Group, Inc. 5

Decision Made Launch

200 visits/day

6

1. What type of organization do you represent?

Academic Medical Center

Health System (regional)

Health System (multi-state)

Multi-Specialty Group Practice

Physician Offices

Community Health Organization / FQHC

Skilled Nursing Facility

Consulting Firm

Technology Vendor

Other (please note in chat)

Participant Poll

7

2. Where do you need to optimize your telehealth service? (check all that apply)

❑ Patient Interest/Acceptance

❑ Physician Satisfaction

❑ Billing/Reimbursement

❑ Regulatory Compliance

❑ Workflows

❑ Telehealth Technology – Internal

❑ Telehealth Technology – Patients

❑ More video, less telephonic care

❑ Other (note in chat)

Participant Poll

About Christian

8

PincSoft

33 years

(c) 2020 by Ingenium Consulting Group, Inc.

Creating Telehealth SuccessTelehealth Defined

6 Hallmarks of Success

Optimizing Telehealth

Q&A

Wrapup & Bonus



Telehealth Defined

Everybody agreed, until somebody defined it.

TelehealthDelivering Care at a Distance

TelemedicinePracticing Medicine at a Distance

Remote CareConnecting with Patients at a Distance

Everybody agreed, until somebody defined it…


Remote Care

Lower Cost of Care

Improved Provider

Satisfaction

Improved Patient

Satisfaction

Better Health

Outcomes

The Quadruple Aim of Telehealth


Serving the Modern Healthcare Consumer

Convenience

Value

Quality

Confidence

14(c) 2020 by Ingenium Consulting Group, Inc.


The 6 Hallmarks of Telehealth Success

Start with the End in MindWhat does Successful Telehealth Look Like?


SatisfiedPatients

SatisfiedClinicians

SatisfiedStaff

Pre-CovidVolume

100% Reim-bursement

ExcellentClinicalQuality

6 Critical Hallmarks for TH Success


New Clinical Service Mindset

Workflow

drivesTechnology

Physician

& StaffTraining

Pre-VisitTelemedicine

TechCheck

Metrics driving

Quality

InternalPre-Auth

New Clinical ServiceSelect Clinical Leadership

Designate Operational Leader

(Telehealth Director/Manager)

Engage the Whole Team

Define Workflows, Policies,

Marketing, Training, Support,

Change Management


Workflow drives Technology

Don’t put the horse behind the cart

First, design your clinical, operational,

and financial workflows

Then select the technology

that best fits your needs(c) 2020 by Ingenium Consulting Group, Inc. 20

Everybody Practices

on Top of their License

Physician & Staff Training

Design Training for Everyone• Schedulers, PSRs, Front Desk

• Physicians, Clinicians, Allied Health

• Billing Staff

Create “Cheat Sheets”

Create brief videos


Pre-Visit TechCheck

Evaluate the video-readiness for

every new patient!

Designate tech-savvy staff with great

customer service skillset

Train & Support!

Build self-service page for patients

Track success and audit process


Metrics driving Quality


Identify Key Success Indicators



SatisfiedPatients

SatisfiedClinicians

SatisfiedStaff

Pre-CovidVolume

100% Reim-bursement



Identify Key Success Indicators

Quantitative Data Collection is Crucial

▪ surveys of patient, provider, staff

▪ best way to engage clinicians

Set targets and

pre-define actions

Act on the data!


Define

Measure

Analyze

Improve

Control

Internal Pre-Authorization

Current Reimbursement is available for

almost all or many telehealth services.

But Reimbursement Regulations will change.

Establish centralized authority

to stay abreast of legislation

Implement preemptive pre-authorization

for any scheduled telehealth visit NOW.


Success in Telehealth

SatisfiedPatients

SatisfiedClinicians

SatisfiedStaff

Pre-CovidVolume

100% Reim-bursement


Optimization Areas


WORKFLOW TECHNOLOGY

CLINICIAN

ENGAGEMENT

CLINICIAN

SATISFACTION

PATIENT

SATISFACTION

PATIENT

DEMAND

BILLING/

REGULATORY


WORKFLOW

Workflow• Document Your Workflows

▪ Scheduling, Testing, Preparing,

Visiting, Post-Visit; Billing

• Identify a Workflow Owner


WORKFLOW

Workflow• Document Your Workflows

▪ Scheduling, Testing, Preparing,

Visiting, Post-Visit, Billing

• Identify a Workflow Owner

• Measure your Workflows

▪ Problems, Satisfaction

• Act on the Data:

Continuously Optimize


WORKFLOW

Billing/Regulatory• Internal Pre-Authorization

for every telehealth visit

▪ Even if the answer is “YES” for all

• Stay abreast of changing regulations

▪ Not just billing – consent, HIPAA, licensing


BILLING/

REGULATORY

Technology• Gather feedback from ALL users▪ patients, providers, staff

• Act on the Data

• Train all Users

• It’s not about the Technology

• …unless it is:▪ No WebEx, GoTo Meeting, Facetime

▪ Use designed-for-telehealth solutions


TECHNOLOGY

Clinician Focus• Telehealth MUST BE clinician-led

• Capture Satisfaction

▪ Performance, Clinical Quality

• Engagement

▪ Physician Training & Support

▪ Optimize Clinical Quality of Visit


CLINICIAN

ENGAGEMENT

CLINICIAN

SATISFACTION

Patient Focus• Satisfaction▪ Post-Visit Polls are Critical

▪ Act on the Data

• Optimizing Patient Demand▪ Be on social media and news outlets

▪ Make Your online front door telehealth-centric

▪ Conduct proactive outreach

▪ When your clinicians love telehealth, your patients will too


PATIENT

SATISFACTION

PATIENT

DEMAND

Telehealth Optimization


WORKFLOW TECHNOLOGY

CLINICIAN

ENGAGEMENT

CLINICIAN

SATISFACTION

PATIENT

SATISFACTION

PATIENT

DEMAND

BILLING/

REGULATORY

TeleHealth

Pts

MDs

RNs

MAs

📆$$$

§§§

PR

IT

It takesa Village


Key Elements of Telehealth Success


Workflow

Technology

Organizational Change Mgmt.


Christian Milaster

[email protected]

657-Ingenium (464-3648) Send me an email

to request your free copy of

our

Telehealth Project Health

Checkup!

Telehealth ProjectHealth Checkup

mailto:[email protected]


Wrap Up & Bonus

One of Two Things that will Dramatically Improve The Value you are getting out of Telehealth.

Key Takeaways:Telehealth

Telehealth is Delivering Care at a Distance

Telehealth is aNew Clinical Service Offering

Telehealth requiresNew Workflows & New Policies

Training & Support Marketing & PublicityDesignated Leadership & Change Management


Key Takeaways:Optimizing Telehealth Services

Optimizing Telehealth isStarting with the End in Mind

Optimizing Telehealth isDesigning a better System

Optimizing Telehealth involvesworkflow redesign, managing by data,

training & support, a village,leadership, change management


Dramatically Improve The Value of your Telehealth Services

Success Accelerant A

Decide Who’s In Charge

Success Accelerant B

Manage the Organizational Change


Success Accelerant ADecide who’s in charge

Assign & Hold to Account:

Clinical Leadership

Operational Leadership

Technical Leadership

Executive Leadership


Operational

ClinicalExecutive

Technical

Reinforcement

Ability

Knowledge

Desire

Awareness

Success Accelerant BLeverage Change Management

(c) 2020 by Ingenium Consulting Group, Inc.49

Desire Knowledge Ability Reinforcement

Awareness Knowledge Ability Reinforcement

Awareness Desire Ability Reinforcement

Awareness Desire Knowledge Reinforcement

Awareness Desire Knowledge Ability

Awareness Desire Knowledge Ability Reinforcement

Confusion

Resistance

Reluctance

Frustration

Backsliding

CHANGE!

Desire

Knowledge

Ability

Reinforcement

Awareness

Creating Telehealth SuccessTelehealth Defined

6 Hallmarks of Success


Q&A

Wrapup & Bonus


CONTACT

Christian Milaster

Founder and President &

Digital Health Transformation Advisor

Ingenium Digital Health Advisors

[email protected]

(657) 464-3648(c) 2020 by Ingenium Consulting Group, Inc.

/in/ChristianMilaster

CONNECT

IngeniumDigitalHealth.com/newsletter

Thank

You!

mailto:[email protected]

Upcoming Webinars

Hybrid Care Delivery:

The Best of Both Worlds

Preparing Your Practice

to offer safe in-person

and virtual care

Thu, Jul 23 @ 12 PM EDT

Measuring

Telehealth Success

Establish a simple set of metrics

to assess and improve your

telehealth services

Thu, Aug 6 @ 12 PM EDT

Telehealth Use Cases for

Acute and Post-Acute Care

Virtual Inpatient Care,

Remote Patient Monitoring

and other valuable use cases

Thu, Aug 20 @ 12 PM EDT

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telehealth.community presents optimizing your telehealth … · 2020. 7. 13. · 2. where do you...

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